We are seeking a highly skilled and motivated Customer Service Professional to join our team. This role is a vital part of our Customer Success Team, responsible for overseeing the onboarding process of vendors onto our cybersecurity system for our esteemed clientele.
The successful candidate will serve as the main point of contact for vendors on behalf of our clients, ensuring seamless integration and continued support throughout the vendor onboarding process. They must be comfortable with working under tight deadlines, multitasking, utilizing various tools, and managing and responding to a large influx of customer service-related inquiries.
The role:
Vendor Liaison: Serve as the main point of contact for vendors on behalf of our clients, engaging in negotiations and handling communications over phone and email to ensure optimal terms and agreements for our service.
Client Relationship Management: Act as an additional point of contact for our clients throughout the vendor onboarding process, collaborating closely with the customer success team to serve as another trusted advisor and advocate, building and maintaining strong relationships.
Onboarding Coordination: Lead the onboarding process for vendors onto our cybersecurity platform, collaborating closely with internal teams and external stakeholders to ensure a smooth and efficient transition.
Difficult Conversations: Handle challenging conversations with vendors and clients professionally and effectively, addressing concerns and resolving conflicts to achieve mutually beneficial outcomes.
Issue Resolution: Proactively identify and address any issues or challenges that arise during the onboarding process, working diligently to find effective solutions and mitigate risks.
Requirements: Proven experience in customer service or a similar customer-facing role, preferably in the cybersecurity or banking industry.
Excellent verbal and written English communication skills
Extensive customer service skills, with experience managing a high-volume of incoming phone calls and email communications from vendors.
Exceptional communication and interpersonal skills, with the ability to build rapport and trust with clients, vendors, and colleagues at all levels.
Problem-solving mindset, with the ability to quickly identify issues, analyze root causes, and develop effective solutions.
Team player with a collaborative and proactive approach to work.
Strong technical aptitude and understanding of cybersecurity and banking concepts and technologies are preferred.
Demonstrated capacity to handle a substantial workload and prioritize tasks effectively.
Bilingual - advantage
This position is open to all candidates.
